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2nd Line Support Analyst | Poole | Competitive DOE

As a 2nd Line Support Analyst within this forward-thinking business, you’ll play a key role providing hands-on support and troubleshooting for a variety of technical issues. This role requires both independent work and collaboration with a growing team on diverse technical disciplines.

As a 2nd Line Support Analyst, you’ll benefit from:

Competitive Salary: depending on experience, plus team bonuses.
Flexible Work Hours: Compensation for work outside standard business hours with time-off-in-lieu or overtime pay. Participation in an on-call rotation may be required.
Generous Holiday Allowance: 25 days' holiday plus bank holidays, with additional holiday for long service.
Pension Scheme: Established company pension scheme.
Health & Wellness Program: Access to health & wellness and employee rewards platforms.
Personal Development: Develop a personal development plan with your line manager, including time for learning, budget for exams, and mentorship for industry-recognised certifications.
As a 2nd Line Support Analyst, your responsibilities will include:

Troubleshoot and Resolve: Handle Helpdesk incidents and provide hands-on support for Microsoft 365, servers, and networks.
Configure and Upgrade: Upgrade and configure hardware, software, and related services.
Document and Maintain: Contribute to infrastructure documentation and create knowledge base articles.
Escalate and Assist: Act as an escalation point for Line 1 engineers and escalate tickets as needed.
Client Interaction and Site Visits: Manage client calls and conduct site visits when required.
As a 2nd Line Support Analyst, your skills and experience will include:

Helpdesk Experience: At least 2 years' experience on an IT Helpdesk, utilising a PSA/ITSM/CRM support tool like Autotask.
Microsoft 365: Proficiency in OneDrive, SharePoint Online, Exchange Online, Teams, Intune, Entra ID, Entra Connect, Defender for Office 365, and Defender for Endpoint.
Server Roles: Experience with Active Directory, Group Policy, DNS, and DHCP.
Networking: Knowledge of LAN-based networking, cloud-managed switches like Unifi or Meraki, wireless, VPNs, and routing.
Certifications: Completed or working towards Microsoft 365 accreditation.
Interested?

This is a fantastic opportunity to join a forward-thinking business that values innovation, collaboration, and growth. If you’re ready to apply your expertise in a role with impact and responsibility, apply today or contact Josh at Rubicon for more information